Page History

Service Outcomes:
Client Satisfaction or Programmatic  Objective

Client Sat Surveys slated to begin in Q3 FY10.

Client Sat Surveys slated to begin in Q3 FY10. 

Client Sat Surveys slated to begin in Q3 FY10. 

Service Utilization by the Community

AdminIT PM visits

Desktop Renewals

Long-term SLAs

On Call SLAs 

VIP clients
Tickets Created
 

New Projects and
Already in Progress  
New SLAs and
SLAs Already in Progress

Resource Utilization
in support of the Service

Bomgar sessions

Bomgar sessions

FM virtual servers 

Process Performance

Weekly Consultant Hours

Time to Resolve
Level of staff availability
(goal = 100%)

Ratio of requests to available staff

Ratio of consultants to staff compared
to higher ed industry standards

Typical cycle time per project by type
 

Finances

N and $ of DLC equipment cost-sharing

N and $ of DLC equipment ordered on their behalf.

time in reimbursement / cash flow)

revenue from on-call SLAs
Total SLA $

no revenue expectations

Expected revenue vs budget
cash flow